50 Case Studies for Management and Supervisory Training

155

Case 32

“Well, excuuuse me!”

Background Information

Samson and Son Plumbing recently received a copy of the letter below from Alan

Johnson. The contents of the summary mentioned in the letter are presented on the

following pages.

Alan Johnson

123 Oak Street

Arlington, ST 55546

February 10, 1994

Owner or President

Samson and Son Plumbing

6680 Dobbin Road

Arlington, ST 55546

Dear Owner:

My wife and I recently used your business services. It was a very unsatisfac-

tory experience, and I want you to know why we will never use S & S Plumb-

ing again. Furthermore, we will also go out of our way to counsel friends and

acquaintances to avoid using your services.

I prepared the enclosed summary of what happened during that service visit

so that I would have a record of my experience. I offer it to you for your

information. No reply is, of course, necessary and would be in character with

the quality of service received to date.

A very unhappy customer,

Alan Johnson

Enclosure

After recently having our main bathroom finished and new toilet installed, we

found three remaining problems: the new toilet wobbled, the shower cut-off knob

dripped, and a water stain appeared on the basement ceiling tiles, underneath the

bathroom.